Senior Implementation Manager, Front
$155-173k
OTE
OTE 90/10 split + Equity
More information about location
3 days a week in office
Shared customer communication hub
Be an early applicant
Shared customer communication hub
201-500 employees
Be an early applicant
$155-173k
OTE
OTE 90/10 split + Equity
More information about location
3 days a week in office
201-500 employees
Company mission
To make work happier by powering better relationships at scale.
Role
Who you are
- This is a hands-on role for an experienced implementation leader
- 5+ years of experience leading customer-facing SaaS implementations, professional services engagements, technical programs, or similarly complex transformation work
- A track record of independently owning complex implementations from discovery through sustained adoption, including multiple stakeholders, workstreams, and technical dependencies
- Strong consultative and systems-thinking skills; able to diagnose underlying business problems and recommend a practical future state rather than order-take
- Excellent project leadership, including scope, timeline, governance, risk, executive communication, and management of multiple concurrent priorities
- Demonstrated change-management experience, including stakeholder mapping, resistance management, enablement, cutover, and reinforcement after launch
- Strong technical fluency across integrations, permissions, data flows, automations, migrations, APIs, and webhooks; able to learn products quickly and know when deeper expertise is needed
- Executive presence and communication skills, with the ability to simplify complexity, facilitate difficult decisions, and build trust across technical and non-technical audiences
- Sound judgment under pressure and experience recovering at-risk projects or resolving escalations
- Evidence of improving a services organization through reusable solutions, delivery methodology, enablement, mentoring, or operational improvements
- Curiosity and practical judgment about AI and automation, including how to drive responsible customer adoption and improve personal effectiveness
What the job involves
- We’re looking for a Senior Technical Project Manager / Senior Implementation Manager to join our Success Services team in the US
- You will lead Front’s most complex customer implementations across net-new onboarding, enterprise expansion, workflow transformation, migration, and adoption of new capabilities
- You will be the customer’s primary implementation partner and a senior advisor throughout the engagement. You’ll uncover business goals, translate complex processes into scalable Front workflows, establish the project operating model, lead change and enablement, navigate technical dependencies, and drive teams toward measurable value
- You will independently manage high-stakes engagements while also improving how our team works through stronger playbooks, reusable solutions, coaching, and cross-functional partnership
- Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization
- Advise customer leaders on future-state workflows, operating models, governance, and change—not simply configure stated requirements
- Build and drive clear project plans, decision frameworks, stakeholder cadences, risk registers, and executive updates across multiple concurrent engagements
- Lead discovery workshops that uncover business goals, process gaps, technical constraints, change risks, and measurable success criteria
- Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and Front’s AI-powered capabilities; independently handle common technical topics and engage specialists intentionally
- Lead change management, enablement, cutover, and adoption strategies for teams moving from deeply embedded legacy tools and processes
- Navigate escalations with calm judgment, clear ownership, and an ability to align customers and internal teams around trade-offs and a path forward
- Partner with Sales, Solutions, Account Management, Product, Engineering, and Support to define scope, resolve blockers, and improve the customer journey
- Turn recurring customer needs into reusable implementation assets, playbooks, templates, and delivery improvements
- Support team development through mentoring, thoughtful feedback, knowledge sharing, and leadership on strategic initiatives
- Represent the customer voice and implementation perspective in product and operational decisions
- You create clarity and momentum when the path is ambiguous
- You challenge assumptions respectfully and make recommendations grounded in customer outcomes
- You connect business strategy, workflow design, technical constraints, and change management
- You communicate credibly with executives while staying close to execution details
- You anticipate risks early, make trade-offs explicit, and recover quickly when plans change
- You measure success by adoption and value—not activity or go-live alone
- You improve the system around you and help teammates raise their craft
Our take
When a business receives an email from a customer it can set off a chain of forwarded emails across the company, an inefficient process where information (and sales!) can easily get lost. Front exists to change this, consolidating all customer communications into a single shared inbox which can be accessed by teams of any size and completely eliminates the need for internal emails.
With more companies moving to remote working and eCommerce becoming the predominant form of conducting business, Front's product has been enthusiastically received by over 8,000 companies, including Mailchimp, Shopify and Convoy. However, it is by no means alone in this space, with huge competitors such as Google and Microsoft providing communications solutions and other internal communications tools such as Slack gaining traction. Front may have an edge here, though: its unified solution also provides automated workflows, ticketing and analytical tools that are either absent or less well integrated in competing offerings.
In 2022, Front raised investments in a Series D round and achieved unicorn status with a valuation of over $1 billion. Now with $100 million in annual recurring revenue, it's moving to further develop its product and increase its market share, hiring new talent ahead of a possible IPO in the near future. Definitely watch this space!
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$65m
SERIES D
Jan 2020
$59m
SERIES C
Total funding: $203.5m
Company benefits
- Flexible PTO
- 401(K) plan
- Parental Leave
- Volunteer time off
- Commuter benefits
- Wellness benefits
- Work from home opportunities
- Health insurance
- Equity
- Mental health support
- Family planning support
Company HQ
Union Square, San Francisco, CA
Leadership
Laurent Perrin
(CTO)Former Hacker in Residence at eFounders. Former Technical Architect at FaberNovel and CTO at Radioline. MSc in Computer Science at Ecole Polytechnique.
Mathilde Collin
(CEO)Former Project Manager at Concord with MA in Entrepreneurship at HEC Paris.
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